CN100428757C - Telephone auto externally dialing method for client service and its intelligent analysis and management - Google Patents
Telephone auto externally dialing method for client service and its intelligent analysis and management Download PDFInfo
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Abstract
The present invention relates to a method and an intelligent analyzing and managing system, wherein the method is used for automatically dialing a telephone for customer service and communication centers. A telephone number is dialed by a computer. Then, the response of the other party is detected, and the state of the other party is recorded. Under the condition of only detecting the off-hook of the other party, the telephone is transferred to a business agent. The intelligent analyzing and managing system comprises an exchanger and a plurality of business agent devices, wherein the exchanger is connected with the computer, a telecommunication integrated server (CTI), a pre-dialing server and extension telephones of each business agent device. The computer, the telecommunication integrated server (CTI), the pre-dialing server, a database sever and computer terminals of the business agent devices are connected with a local area network. The present invention can decrease the calling waiting time, the resource allocation is reasonable, and the calling success ratio is enhanced.
Description
Technical field
The present invention relates to a kind of automatic externally dialing method of phone and intellectual analysis and management system that is used for customer service and liaison centre in the telephonic communication system.
Background technology
At present, the calling system of common customer service and liaison centre mainly adopts the method for manual dialup, and manual dialup exists that speed is slow, the stand-by period is long, success rate low (as often run into busy tone, various situations such as nobody replys, answering machine, fax, wrong number) etc. various defectives.
Summary of the invention
The technical problem to be solved in the present invention provides a kind of automatic externally dialing method of phone that is used for customer service and liaison centre, it can effectively reduce calling waiting time, and can according to circumstances adjust the rhythm of dialing in real time, and make resource distribution more reasonable, improve success rate.The present invention also will provide a kind of intellectual analysis and management system of implementing this method.
For solving the problems of the technologies described above, the automatic externally dialing method of phone that is used for customer service and liaison centre of the present invention, the out-going call number uses a computer, detect the other side's response then, record the other side's state, only under the situation that detects the other side's off-hook, just phone is given to, on business agent's computer screen, is shown this client's information simultaneously as previous suitable business agent; It may further comprise the steps:
201, prediction can be handled the idle traffic of this lot number sign indicating number and represent number after putting through a collection of number;
202, calculate the telephone number number that to dial, take out the customer phone number from database;
203, wait the resource of telephone number application necessity of dialling for each;
204, after applying for successfully, outwards transfer to client's telephone number;
205, utilize specific voice analyzer analysis client response message type;
206, make different disposal according to the response message type, simultaneously the dialing result is saved in the database;
207, when response message is client's off-hook, judge business agent's state, search and be in the idle condition business agent; When response message is a busy tone, nobody connects, during telegraphone, decision whether repeat to dial cry and how long after dial once more and be this number, enter step 212 then; When being wrong number, facsimile machine, response message directly enters step 212;
208, judge whether idle business agent exists,, if there is no change step 211 over to if exist then enter next step;
209, enter business agent's Application Status, allow business agent's the screen display customer information relevant simultaneously with this phone;
210, customer phone is transferred to the business agent;
211, according to the result of switching, make respective handling, send the switching result;
212, discharge this shared resource that dials.
For said method being applied to customer service and liaison centre, intellectual analysis and the management system that is used for customer service and liaison centre of the present invention comprises switch, computer and telecommunications integrating server (CTI), pre-dialup server, database server, a plurality of business agent's device, wherein, business agent's device comprises terminal and extension, and described switch connects the extension of computer and telecommunications integrating server (CTI), pre-dialup server and each business agent's device; Computer is connected with local area network (LAN) with the terminal of telecommunications integrating server (CTI), pre-dialup server, database server, each business agent's device;
Described computer and telecommunications integrating server (CTI) comprise private branch exchange system driver (PBXDriver), telephony server (Telephony Services) and conveyer (Transport), the input of this switch driver (PBX Driver) is connected with switch, and its output is connected with telephony server (Telephony Services); Described telephony server (TelephonyServices) is connected with conveyer (Transport); Described conveyer (Transport) is connected with local area network (LAN);
Described pre-dialup server is equipped with pre-dialing mechanism, and speech processes (VPB) card and corresponding driving device are housed simultaneously, and this voice processing card directly is connected with switch by coaxial cable; This pre-dialing mechanism comprises the dialed number analysis server, it is analysed by the voice processing card Outgoing Number and putting through laggard lang cent, call forwarding server (TSAPI interface) receives the forward call order of dialed number analysis server, and, then customer phone is given to this business agent to business agent's state maintenance services device business agent of a free time of consulting; It also comprises a parameter of using during in order to maintenance system and task run, by revising the parameter setting, influence the system and the task configuration server of system and task run strategy in real time, and the current business agent's unit state of real-time report, and can provide the real-time monitor server of current running situation; Described dialed number analysis server, call forwarding server (TSAPI interface), system and task configuration server, real-time monitor server are connected in parallel; Call forwarding server (TSAPI interface), business agent's state maintenance services device, system and task configuration server, real-time monitor server are connected with local area network (LAN) respectively.
The present invention also comprises a data analysis report server, and it disposes a data analysis annunciator, can provide the statistical report that requires running situation in the time period; The user obtains related data by report customization, can this reference data determine that next step operation of company is tactful, and this data analysis report server is connected with network.
Private branch exchange system driver (PBX Driver) is realized the normal communication of telephony server (TelephonyServices) and inter-exchange by conversion CSTA (communication of telecommunications application layer data) agreement and ASAI (communication of telecommunications bottom data) agreement; The telephone service that telephony server (Telephony Services) process user requires, supporting telephone adapter coupling servers (TSAPI interface); Conveyer (Transport) forms the communication interface between pre-dialup server and computer and the telecommunications integrating server (CTI).
The out-going call number because the present invention uses a computer, monitor the other side's response then, record the other side's state, only under the situation that detects the other side's off-hook, just phone is given to as previous suitable business agent, while shows this client's information on business agent's computer screen, can reduce the stand-by period of call like this, improves calling ratio of success.The present invention controls the rhythm of dialing automatically, and can guarantee theoretically just has a phone to be switched on (the other side's off-hook) any one business agent in idle following time.So greatly improved client's quantity that the business agent is contacted in the unit interval, the business agent is used for the more time and the contacting of client.The operating state of the present invention's display business representative in real time, the operating position of resource, and the situation of dialing of telephone number, the user can adjust the rhythm of dialing in real time according to above-mentioned situation, makes resource distribution more reasonable.The present invention also can inquire about afterwards, and the user can be according to the needs report customization of oneself, as the working condition of inquiry business representative, the situation or the like of dialing of telephone number.
Description of drawings
Fig. 1 is intellectual analysis and the management system structure chart that the present invention is used for customer service and liaison centre;
Fig. 2 is the automatic externally dialing method flow chart of phone that the present invention is used for customer service and liaison centre;
Fig. 3 is the automatic externally dialing method business agent of the phone state-maintenance flow chart that the present invention is used for customer service and liaison centre.
Embodiment
Fig. 2 is the automatic externally dialing method flow chart of phone that the present invention is used for customer service and liaison centre.This method out-going call number that uses a computer, detect the other side's response then, record the other side's state is only under the situation that detects the other side's off-hook, just phone is given to as previous suitable business agent, on business agent's computer screen, is shown this client's information simultaneously.It may further comprise the steps:
201, prediction can be handled the idle traffic of this lot number sign indicating number and represent number after putting through a collection of number;
202, according to certain rule, calculate the telephone number number that to dial, take out the customer phone number from database;
203, wait the resource (as idle channel) of telephone number application necessity of dialling for each;
204, after applying for successfully, outwards transfer to client's telephone number;
205, utilize specific voice analyzer to analyze the response message type;
206, make different processing according to the response message type, simultaneously the dialing result is saved in the database;
207, when the dialing result who analyzes is client's off-hook, judge business agent's state, search the business agent who is in idle condition, prepare call forwarding to this business agent; When the dialing result who analyzes is a busy tone, nobody connects, during telegraphone, according to certain rule, decision whether repeat to dial cry and how long after dial once more and be this number, enter step 212 then; When being wrong number, facsimile machine, the dialed number analysis result directly enters step 212;
208, judge whether idle business agent exists,, if there is no change step 211 over to if exist then enter next step;
209, enter business agent's Application Status, allow business agent's the screen display customer information relevant simultaneously with this phone;
210, customer phone is transferred to the business agent;
211, according to the result of switching, make respective handling, send the switching result;
212, discharge the shared resource of this dialing.
As shown in Figure 3, in the method for the invention, described business agent's state is made up of two parts.A part is business agent's a telephone state, and another part is business agent's a Application Status.Business agent's telephone state can be idle, state such as converse, have a rest, withdraw from, the state of application program is divided into to be waited for and works two kinds.It may further comprise the steps:
301, the telephone state of monitoring business representative changes;
302, determine to change notifying process 303 if business agent's telephone state changes;
303, analysis state result of variations finds the corresponding business representative;
331, the more telephone state of new business representatives and Application Status, and record related data;
311, when business agent's Application Status changes, send state change information;
312, receive the change information of business agent's Application Status, analyze data, find the corresponding business representative;
332, the change records of business agent's telephone state and Application Status in database 333;
334, telephone state and the Application Status according to the business agent changes business agent's tabulation of safeguarding the free time.
As shown in Figure 1, intellectual analysis and the management system that is used for customer service and liaison centre of the present invention comprises switch 100, computer and telecommunications integrating server (CTI) 110, pre-dialup server 120, database server 103, a plurality of business agent's device 101, wherein, business agent's device 101 comprises terminal 104 and extension 105, and switch 100 connects the extension 105 of computer and telecommunications integrating server (CTI) 110, pre-dialup server 120 and each business agent's device 101; Computer is connected with local area network (LAN) with the terminal 104 of telecommunications integrating server (CTI) 110, pre-dialup server 120, database server 103, business agent's device 101.
Database server 103 is used to deposit result, business agent's state change message, the resource operating position of the dialing strategy of all telephone numbers that will dial, each group, the telephone number that cannot dial, dialing, and some other relevant data.
Described computer and telecommunications integrating server (CTI) 110 comprise private branch exchange system driver (PBXDriver) 111, telephony server (Telephony Services) 112 and conveyer (Transport) 113.The input of this switch driver (PBX Driver) 111 is connected with switch 100, and its output is connected with telephony server (Telephony Services) 112; Described telephony server (Telephony Services) 112 is connected with conveyer (Transport) 113; Described conveyer (Transport) 113 is connected with local area network (LAN).
Described pre-dialup server 120 is equipped with pre-dialing mechanism, and voice processing card 121 and corresponding driving device are housed simultaneously, and this voice processing card 121 directly is connected with switch 100 by coaxial cable; This pre-dialing mechanism comprises dialed number analysis server 122, and it is analysed by voice processing card 121 Outgoing Numbers and putting through laggard lang cent, judges acknowledgement type, group making the result be saved in the database server 103; Call forwarding server (TSAPI interface) 123 is after the forward call order of receiving dialed number analysis server 122, at first, then customer phone is given to this business agent's device 101 to business agent's state maintenance services device business agent's device 101 of 124 free time of consulting; It also comprises a parameter of using during in order to maintenance system and task run, can influence the system and the task configuration server 125 of system and task run strategy in real time by revising the parameter setting; And the current business agent's unit state of real-time report, and can provide the real-time monitor server 126 of current running situation.
Described dialed number analysis server 122, call forwarding server (TSAPI interface) 123, system and task configuration server 125, real-time monitor server 126 are connected in parallel.
Described call forwarding server (TSAPI interface) 123, business agent's state maintenance services device 124, system and task configuration server 125, real-time monitor server 126 are connected with local area network (LAN) respectively.
Described pre-dialing mechanism itself can support a plurality of tasks to move simultaneously; Many pre-dialup servers 120 also can be set to be used to support more business agent's device.
The present invention also comprises a data analysis report server 102, and it disposes a data analysis annunciator, can provide the statistical report that requires running situation in the time period; The user obtains related data by report customization, can be with reference to next step operation strategy of this data decision company, and this data analysis report server is connected with local area network (LAN).
Private branch exchange system driver (PBX Driver) is realized the normal communication of telephony server (TelephonyServices) and inter-exchange by conversion CSTA (communication of telecommunications application layer data) agreement and ASAI (communication of telecommunications bottom data) agreement; The telephone service that telephony server (Telephony Services) process user requires, supporting telephone adapter coupling servers (TSAPI interface); Conveyer (Transport) forms the communication interface between pre-dialup server and computer and the telecommunications integrating server (CTI).
Intellectual analysis and management system that the present invention is used for customer service and liaison centre have following function:
1, telephone number inventory management function. This system provides importing and the export function of data, Import feature can (telephone number such as the user may be kept at data the data of multiple different-format In the storehouse, in the Excel table, or in the common Text file) be loaded into the data of system self In the storehouse; Export function then can be this system to the disposition of telephone number and other related datas By the form of user's appointment (in the database such as the user, in the Excel table, or common Text In the file) output. Utilize this system can the telephone number that will dial be filtered, only meet The number of condition just can be transferred to. This system carries out grouping management to telephone number, and different groups is passable Use identical or different dialing strategies.
2, computer forecast dial feature. This system uses computer to dial client's telephone number, And behind the telephone number of at every turn dialing the client, automatically detect the other side's reaction, it is right to judge Side off-hook (being people's sound), busy tone, nobody replys, answering machine, fax, wrong number etc., only has In the situation that detects the other side's off-hook (being people's sound), just call forwarding is given and be at present the free time The business agent of state. This system notifies user's visitor when giving the business agent call forwarding Family relation management system (CRM) is presented at corresponding customer information business agent's computer automatically On the screen. Before each dialing, at first according to business agent's quantity, call scenarios, and phone The situation of dialing, use the method for probability statistical analysis to predict and have those professional generations when phone is put through The table free time gets off, thereby calculates the telephone number quantity that will dial. So that each business agent's sky Just have a phone to be put through when leisure, each phone of being put through has a business agent In time process. Resource (comprising human resources and other various system resources) obtains the most sufficient like this Utilize.
3, business agent's state-maintenance function. This system can monitor the current shape of each business agent Attitude: whether land, whether have a rest, whether converse, free time etc. whether, at any time new business representatives more Status list.
4, real-time monitoring and control. The user utilizes this function at any time to understand running situation, as understanding The operating position of resource is understood business agent's state, the situations such as quantity, air time of conversing, with And (dialing quantity, the other side's off-hook, busy tone, nobody replys, stays to understand the disposition of telephone number The quantity of the various situations such as speech machine, fax, wrong number and proportion) etc. The user can be according to system Ruuning situation is carried out artificial intervention to the operation of system, thereby reaches the optimum efficiency of system's operation.
5, have the simple combination of CRM system (CPM) with the user. Different client's clothes It is different owing to separately business processing logic with liaison centre to be engaged in, so their existing customer relationship pipe Reason system (CRM) is also different. This system provides some software kits to the user, by these Software kit, the user only need to do littler change to original CPM system, just can be very easily This system is combined from different crm system.
6, powerful report capability. This system provides powerful report capability to carry out afterwards for the user Analyzing and processing, the user can according to the requirement of self, customize different forms easily and efficiently.
Claims (10)
1. automatic externally dialing method of phone that is used for customer service and liaison centre, this method out-going call number that uses a computer, detect the other side's response then, record the other side's state, only under the situation that detects the other side's off-hook, just phone is given to as previous suitable business agent, on business agent's computer screen, is shown this client's information simultaneously; It may further comprise the steps:
201, prediction can be handled space business agent's number of this lot number sign indicating number after putting through a collection of number;
202, calculate the telephone number number that to dial, take out the customer phone number from database;
203, wait the resource of telephone number application necessity of dialling for each;
204, after applying for successfully, outwards transfer to the customer phone number;
205, utilize specific voice analyzer analysis client response message type;
206, make different processing according to the response message type, simultaneously the dialing result is saved in the database;
207, when response message is client's off-hook, judge business agent's state, search the business agent who is in idle condition;
When response message is a busy tone, nobody connects, during telegraphone, decision whether repeat to dial cry and how long after dial once more and be this number, enter step 212 then; When being wrong number, facsimile machine, response message directly enters step 212;
208, judge whether idle business agent exists,, if there is no change step 211 over to if exist then enter next step;
209, enter business agent's Application Status, allow business agent's the screen display customer information relevant simultaneously with this phone;
210, customer phone is transferred to the business agent;
211, according to the result of switching, make respective handling, send the switching result;
212, discharge the shared resource of this dialing.
2, the automatic externally dialing method of phone that is used for customer service and liaison centre as claimed in claim 1, it is characterized in that: described business agent's state is made up of two parts, a part is business agent's a telephone state, and another part is business agent's a Application Status; Business agent's telephone state comprises free time, conversation, rest, exit status, and Application Status is divided into wait and works two kinds; It may further comprise the steps:
301, the telephone state of monitoring business representative changes;
302, determine to change notifying process 303 if business agent's telephone state changes;
303, analysis state result of variations finds the corresponding business representative;
331, the more telephone state of new business representatives and Application Status, and record related data;
311, when business agent's Application Status changes, send state change information;
312, receive the change information of business agent's Application Status, analyze data, find the corresponding business representative;
332, the state variation of business agent's telephone state and application program is noted down database;
334, safeguard idle business agent's tabulation according to business agent's the telephone state and the state variation of application program.
3, the automatic externally dialing method of phone that is used for customer service and liaison centre as claimed in claim 1 is characterized in that: telephone number is carried out grouping management, and different groups is used dialing strategy identical or inequality.
4, a kind of intellectual analysis and management system that is used for customer service and liaison centre, it comprises switch, computer and telecommunications integrating server, pre-dialup server, database server, a plurality of business agent's device, wherein, business agent's device comprises terminal and extension; Described switch connects the extension of computer and telecommunications integrating server, pre-dialup server and each business agent's device; Described computer is connected with local area network (LAN) with the terminal of telecommunications integrating server, pre-dialup server, database server, each business agent's device;
Described computer and telecommunications integrating server comprise private branch exchange system driver, telephony server and conveyer; The input of this switch driver is connected with switch, and its output is connected with telephony server; Described telephony server is connected with conveyer; Described conveyer is connected with local area network (LAN); The private branch exchange system driver is realized the normal communication of telephony server and inter-exchange by conversion telecommunications application layer data communications protocol and telecommunications bottom data communications protocol; The call forwarding server in the pre-dialup server is supported in the telephone service that the telephony server process user requires; Conveyer forms the communication interface between pre-dialup server and computer and the telecommunications integrating server;
Described pre-dialup server comprises: voice processing card directly is connected with switch by coaxial cable; The dialed number analysis server is analysed by described voice processing card Outgoing Number and putting through laggard lang cent; The call forwarding server receives the order of the forward call of described dialed number analysis server, and to business agent's state maintenance services device business agent of a free time of consulting, then customer phone is given to this business agent; System and task configuration server, the parameter setting of using when revising in order to maintenance system and task run influences system and task run strategy in real time; Real-time monitor server, business agent's unit state that real-time report is current, and provide current running situation; Described dialed number analysis server, call forwarding server, system and task configuration server, real-time monitor server are connected in parallel; Described call forwarding server, business agent's state maintenance services device, system and task configuration server, real-time monitor server are connected with local area network (LAN) respectively;
Described database server is used to deposit result, business agent's state change message, the resource operating position of the dialing strategy of all telephone numbers that will dial, each group, the telephone number that cannot dial, dialing.
5, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4, it is characterized in that: also comprise a data analysis report server, be connected with local area network (LAN), its one of configuration is used to provide the data analysis report device that requires running situation statistical report in the time period.
6, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4, it is characterized in that: described pre-dialup server is many.
7, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4, it is characterized in that: described pre-dialing mechanism supports a plurality of tasks to move simultaneously.
8, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4 is characterized in that: described intellectual analysis and management system, the telephone number that dial is filtered, and have only qualified number just can be transferred to.
9, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4, it is characterized in that: described intellectual analysis and management system are behind the telephone number of at every turn dialing the client, automatically detect the other side's reaction, only under the situation that detects the other side's off-hook, just give the business agent who is in idle condition at present call forwarding; And notify user's CRM system automatically corresponding customer information to be presented on business agent's the computer screen.
10, intellectual analysis and the management system that is used for customer service and liaison centre as claimed in claim 4, it is characterized in that: described intellectual analysis and management system are before each dialing, at first according to the situation of dialing of business agent's quantity, call scenarios and phone, the method prediction phone of utilization probability statistical analysis has those business agents when putting through and gets off the free time, thereby calculates the telephone number quantity that will dial; Make each business agent just have a phone to be put through when getting off the free time, each phone of being put through all has a business agent in time to handle.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB031512607A CN100428757C (en) | 2003-09-28 | 2003-09-28 | Telephone auto externally dialing method for client service and its intelligent analysis and management |
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| Application Number | Priority Date | Filing Date | Title |
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| CNB031512607A CN100428757C (en) | 2003-09-28 | 2003-09-28 | Telephone auto externally dialing method for client service and its intelligent analysis and management |
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| CN1602030A CN1602030A (en) | 2005-03-30 |
| CN100428757C true CN100428757C (en) | 2008-10-22 |
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| CNB031512607A Expired - Fee Related CN100428757C (en) | 2003-09-28 | 2003-09-28 | Telephone auto externally dialing method for client service and its intelligent analysis and management |
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Families Citing this family (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1885955B (en) * | 2005-06-22 | 2010-06-16 | 中兴通讯股份有限公司 | Method for transmitting fax by intelligent network |
| CN1859589B (en) * | 2005-12-15 | 2010-05-05 | 华为技术有限公司 | Call processing method and device |
| EP2078430B1 (en) * | 2006-10-19 | 2015-03-18 | BlackBerry Limited | Client device method and apparatus for routing a call |
| CN101287029A (en) * | 2007-04-13 | 2008-10-15 | 华为技术有限公司 | A method and device for automatic response detection |
| CN101662544B (en) * | 2008-08-26 | 2012-01-25 | 华为技术有限公司 | Method, device and system for external-call processing |
| CN101668090B (en) * | 2008-09-05 | 2012-07-04 | 华为技术有限公司 | Text telephone detection method and device, and outbound detection system |
| CN101437213B (en) * | 2008-12-25 | 2014-02-26 | 中国移动通信集团福建有限公司 | A method for realizing automatic outgoing calls |
| CN102938802B (en) * | 2012-11-15 | 2015-06-17 | 上海过河兵电子商务有限公司 | Intelligent dialing control system and control method thereof |
| CN105898086A (en) * | 2016-03-31 | 2016-08-24 | 广东亿迅科技有限公司 | Method for predicting calling |
| CN112734374A (en) * | 2017-07-07 | 2021-04-30 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
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| JP2939465B2 (en) * | 1997-06-18 | 1999-08-25 | 日本電信電話株式会社 | Network-provided CTI system and construction method thereof |
| CN1295755A (en) * | 1998-09-09 | 2001-05-16 | 亚里克山大·费德若维奇·卢金 | A kind of telephone network and telephone communication system |
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| CN1602030A (en) | 2005-03-30 |
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